The Challenges Solved for

Let's take a look at each of the major constraints that have produced failed programs in the past, and how this sequence solves for each one of them.

• Service Drive is often a very busy sales environment

Any type of successful sale in the service drive needs to be both quick, and fit in with the normal workflow that the service advisor is used to.  Determining the prior maintenance level is a best practice anyway.  Coming back from the walkaround to the station leads in a series of quick steps, to 'get permission' to review the options.  The virtual presentation and delivery of the pricing options can be accomplished in under 3 minutes.

• Service advisor reluctance to present to an already unhappy customer

Identifying the need during the initial interview, and remaining in a consultative role coming back from the walkaround, means that the service advisor gets the customers permission to proceed at each stage, as they 'jointly' go on a voyage of discovery to determine the best options available for the customer.  The natural feeling of this presentation flow, means that the service advisor never just drops in a jarring sales presentation at the wrong time.

• Service advisor doesn't know exactly what to say, or when, to make the presentation

The entire sequence will be detailed down to the exact word tracks, and exact timing of each task, for each category of customer that they are likely to see...and then fine-tuned for each store, and in fact, each service advisor.

• Service advisor that doesn't want to be rejected by a customer saying 'no'

A natural presentation flow, built on the customers needs, never gets the service advisor into rejection trouble.  They will be simply unveiling the options that are available for a particular customer.  If the customer decides not to take advantage of one of the options available, the service advisor will have a detailed exit and follow-up sequence to follow, that eliminates any negatives between themselves and the customer.

• Customers that don't naturally know why they need these products

Ensuring that the service advisor does their qualifying early, and then relates it back to the customers' exact situation, helps a customer see why they may need these services.   The Virtual Presentation further develops the need, and gives the service advisor permission to discuss the solution with the customer.

• Service advisors unclear on exactly what options are available to a particular customer

The Maintenance Analyzer and Virtual Presentation program, gives a service advisor quick access to the correct information, without fumbling for the right books, under time pressure.  Instantly creating a menu of the correct options available, leads to a confident discussion of the customers choices.

• Poorly executed pay plans and profit allocation

Pay plans for the service advisors should be specific for this program, to create the motivation to learn the correct techniques, and follow them with every customer.

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Last modified: 10/09/07